Airline Duty Manager - Customer Service ($66k+) Los Angeles, CA

Airline Duty Manager - Customer Service

Hallmark Aviation is seeking a professional Airline Account Duty Manager for a prestigious International Airline. The Duty Manager assists with the management of the airline operational and administrative processes while coordinating with the airline client / station manager to meet high quality standards.

Department : Los Angeles, CA (LAX)

Full-Time / Regular

Requirements and Skills Needed :

• Oversee operation and resource allocation to ensure productivity, professionalism, punctuality, grooming and customer service standards are met
• Manage staff and delegate duties
• Acts as primary contact with Airline Management to ensure their satisfaction
• Ensure staff understand and abide by all company standards, policies and procedures
• Review activity reports to establish data required for planning stations operation
• Proactively seek workable solutions to operational challenges
• Monitor staff performance, identify areas that may require additional training to increase efficiency
• Conduct agent performance reviews, monitor attendance and requests for time off
• Coordinate activities with other departments and service providers to ensure operation meets company and government policies and regulations
• Enforce EEOC and unlawful policies, hostile work environment
• Ensure clean and neat work areas
• Give proper shift briefings
• Inform staff of new / revised policies and procedures
• Display positive customer service stance when dealing with clients and customers
• Ensure staff report and remain at assigned positions (boarding, check in counter, transit gate, arrivals, FIS)
• Remain approachable and accessible to agents and passengers during shift
• Monitor shift trade approvals, vacation time, seek volunteers for extra hours when needed
• Ensure that all Personnel Action Forms are completed and signed by all necessary parties then faxed to Human Resources
• Ensure that adequate security exists and that facilities throughout terminal comply with safety and environmental laws for all staff
• Complete required reports in a timely manner and distribute accordingly
• Promote a professional environment, monitor uniform standards
• Coach and counsel employees
• Visit lounge, if applicable, and ensure customer satisfaction
• Visit / monitor transit operations, if applicable, to ensure that queues are managed
• Plan and monitor oversold flights (transfers, DBC, etc)

Supervisory Responsibilities :

Physical Demands :

Work Environment :

Required Skills :

LANGUAGE SKILLS : Read, write and speak English fluently.

MATHEMATICAL SKILLS : Statistical and basic math

Qualifications :

Required Experience :

EDUCATION and / or EXPERIENCE : Bachelor degree preferred or industry experience of 5 years